Método para la medición y el control cuantitativo para los numerales 7 (apoyo) y 9 (evaluación del desempeño) contenidos en la NTC ISO 9001:2015
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The measurement and control of management has been the interest of organizations today. Standards such as ISO 9001: 2015 and ISO 9004: 2018 are bases to create measurement guides and control management. For the use of these standards, most organizations use methods such as surveys, interviews or observation. Although these methods continue to present risks for organizations since sometimes the evaluation presents errors or confusion in the state of management. The main objective of this research is to propose methods that allow to measure and control the management in numerals 7 (support) and 9 (performance evaluation) in a stable and efficient way, to achieve these, concepts such as: ISO standards, the ISO 9001: 2015 standard and ISO 9004: 2018 standard, PDCA cycle, quality, quality management system, numerals 7 (Support) and 9 (Performance evaluation) of ISO 9001: 2015, management indicators and statistical process control tools. The objectives of this research are to propose a methodology for the measurement and control of numerals 7 (Support) and 9 (Performance evaluation), contained in the Colombian technical standard (NTC) ISO 9001-2015, describing strategies for the evaluation of the compliance with numerals 7 and 9 presented in ISO 9001-2015 and identifying the techniques used for measurement and management control used by different authors in the literature. This research will be descriptive and exploratory where it is divided into 3 stages: 1) Identification of the standard, where emphasis will be placed on numerals 7 (support) and 9 (performance evaluation) and how compliance with these numerals is evaluated; 2) Review of the literature, techniques, research and models on measurement and control methods; 3) Integration of techniques and models of measurement and control of the management and proposal and description of the method. The expected results of this research is to provide a new method for performance evaluation and support points for organizations at the national level to improve the quality of their management in a less subjective way.